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摘要

For our fourth annual ranking of Customer Service Champs, we began with existing data from J.D. Power & Associates, which each year surveys consumers about customer satisfaction. To assess customer service, we looked at two of their several measures: the perceived quality of a company's staff, and what customers think of its processes, such as return policies or reservation procedures. Therefore, our results may differ from J.D. Power's satisfaction rankings, which also consider quality, presentation, and price.